Refund policy
Refund and Return Policy
Last updated: 11 September 2026
We want you to love what you ordered from Hearth & Glow. If something is not right, this policy explains exactly how returns, replacements and refunds work, wherever in the world you are.
1. Return window
You have 30 days from the day you receive your order to request a return. Requests made after 30 days cannot be accepted, except where your local consumer law gives you a longer right.
2. Return shipping is on us
Returns are free. We cover the cost of shipping the item back to us, so you don't pay anything to return an eligible item.
3. Condition of returned items
To be eligible, an item must be:
- clean and in the same condition you received it;
- complete, with all parts, accessories, cables and the user manual;
- returned in its original packaging where possible.
You are welcome to test the product to see if it works for you. We may refuse a return, or apply a reasonable deduction, if the item has been used beyond what is necessary to check its nature, characteristics and functioning, or if it comes back damaged or incomplete.
4. Personal care items
For hygiene reasons, personal care products that come into direct contact with skin or hair (for example hair tools, facial brushes and massagers) can only be returned if they are unused and in their sealed packaging. This does not apply if the item arrives damaged, defective or wrong; in that case section 6 applies.
5. How to start a return
- Email us at support@hearthglow.com with your order number and the item you want to return.
- We will reply with the return address and the return shipping instructions.
- Pack the item securely and send it back using the instructions we provide.
Please do not send items back without contacting us first. Returns sent without authorisation, or to the wrong address, cannot be processed.
6. Damaged, defective or wrong items
If your item arrives damaged, does not work as it should, or is not what you ordered, email us within 30 days of delivery with your order number and a photo or short video of the issue. We will send you a replacement or a full refund, whichever you prefer, at no cost to you.
7. Refunds
Once your return arrives and has been inspected, we will email you to confirm whether it has been approved. Approved refunds are issued to your original payment method within [X] business days. Depending on your bank or card provider, it may take a few extra days for the money to appear in your account.
Original shipping on your order is free, so there are no shipping charges to deduct from your refund.
8. Exchanges
The fastest way to get a different item is to return the one you have for a refund and place a new order for the item you want.
9. Items that cannot be returned
- Gift cards.
- Opened personal care items, as described in section 4.
- Items returned after the 30-day window.
10. Your legal rights
This policy does not affect your statutory rights. If you are a consumer in the European Union or the United Kingdom, you also have the legal right to cancel your order within 14 days of delivery without giving a reason. Our 30-day window already includes and extends that period.
11. Contact us
Questions about a return or refund? Email us at support@hearthglow.com and include your order number. We are happy to help.